Strategically Manage Support Levels for Enhanced Customer Satisfaction

Supportbench simplifies how your support team’s work. It’s the only AI-powered customer service platform built to make your team more efficient and give you more insight than was possible ever before.

Built to take advantage of AI to automate and help you make smarter decisions.

Customize SLAs, streamline workflows, and deliver tailored support experiences with Supportbench’s robust support level management tools.

Customizable Support Tiers

Managing diverse customer needs requires flexibility. Supportbench allows you to define multiple support tiers, ensuring each client receives the appropriate level of service.

By tailoring support offerings, you can align resources effectively, enhance customer satisfaction, and optimize operational efficiency.

Key Features:

Define multiple support levels
Assign customers to appropriate tiers
Customize services per tier

Dynamic SLA Management

Service Level Agreements (SLAs) are crucial for setting expectations. Supportbench enables dynamic SLA configurations that adapt to different support levels and customer requirements.

This flexibility ensures timely responses and resolutions, fostering trust and reliability in your support services.

Key Features:

Custom SLA definitions per support level
Automated SLA tracking and alerts
Integration with ticketing workflows

AI-Powered Routing and Automation

AI is built right in and can instantly classify, prioritize and assign tickets to the right person. Get insights that you have never been able to take advantage of from CSAT, CES and QA on your agents.

AI Content

Co-Pilot

Auto tagging

Auto-summarizations

Automated Workflow Routing

Efficiency in support operations is achieved through automation. Supportbench’s workflow engine routes tickets based on support levels, ensuring issues are handled by the right teams promptly.

This automation reduces manual intervention, accelerates response times, and maintains consistency in service delivery.

Key Features:

Rule-based ticket routing
Priority handling based on support tier
Escalation paths aligned with support levels

Comprehensive Reporting and Analytics

Understanding performance across support levels is vital. Supportbench provides detailed analytics and reporting tools to monitor SLA adherence, response times, and customer satisfaction metrics.

These insights empower you to make data-driven decisions, identify areas for improvement, and demonstrate value to stakeholders.

Key Features:

Real-time dashboards
Customizable reports by support level
Trend analysis and performance metrics

Native Integrations and Customization

Connect Supportbench with the tools you already use, from Salesforce, JIRA, or use our API. Configure fields, workflows, and settings to match your processes, no coding needed.